Overview
The Delivery Failures feature helps teams quickly identify messages that were not successfully delivered to a customer. When enabled, failed messages are visually highlighted in the conversation view, making it easier for operators to spot delivery issues and take action.
Who Has Access
This feature is available to System Admins.
Only system admins can enable or disable the Delivery Failures setting.
Where to Find It
System admins can manage this setting by navigating to:
Settings → Organization → Delivery Failures
From this page, admins can enable or disable the display of failed delivery indicators.
How It Works
When Show failed delivery is enabled:
Messages that fail to send are highlighted directly in the conversation view.
If the failed message is the most recent message in a conversation, the case is automatically tagged with “Failed to Send.”
This tag helps operators quickly identify and prioritize cases that require follow-up due to delivery issues.
Failed to Send Case Tag
The “Failed to Send” label is automatically applied when a delivery failure occurs on the most recent message in a case. This ensures:
High visibility for cases needing attention
Faster resolution of delivery-related issues
Reduced risk of missed customer communication
Important Notes
Delivery failure indicators are only shown when the feature is enabled by a system admin.
Highlighting failed messages helps operators respond appropriately, such as retrying the message or reaching out through another channel.
This feature is designed to improve reliability, visibility, and response prioritization when message delivery issues occur.